About Prime Finance:
Prime Finance, founded in 2008, is a well-established, diversified commercial real estate credit investment platform with more than $15 billion in assets under management. Prime Finance has two primary lending strategies that structure financing solutions ranging in size from $10 to $200+ million with teams in San Francisco, Chicago, and New York that originate loans and provide capital across the commercial real estate spectrum. In addition to our lending programs, Prime Finance is an active investor in investment grade and below-investment grade CMBS both at original issuance and on the secondary market.
Job Summary:
The Desktop Support Technician provides frontline technology support for end users, endpoints, business applications, and collaboration tools. This role is responsible for resolving technical issues, maintaining accurate support records, supporting hardware deployment activities, managing assigned hardware inventory, and coordinating escalations with IT team members and vendors as needed. The position combines strong customer service, technical troubleshooting, ownership of assigned support requests, and a focus on keeping employees productive across Prime's core technology platforms. The Desktop Support Technician also supports Microsoft 365 technologies, endpoint management tools, and user adoption of productivity solutions, including Microsoft 365 Copilot.
Essential Functions:
- Support deployment and implementation of new computer projects and new hardware installations.
- Support new hire training and onboarding by orienting employees to Prime’s network environment, core technology tools, and department-specific applications they will use in their role.
- Develop and maintain a practical understanding of Microsoft 365 Copilot, automation tools, and other AI-enabled productivity solutions, and help share guidance, use cases, and best practices with end users to support effective adoption.
- Provide Tier 1 support for core business applications, Microsoft 365 services, collaboration tools, endpoints, peripherals, printers, scanners, conference room technology, and related user-facing systems.
- Perform on-site analysis, diagnosis, and resolution of desktop and endpoint issues for end users and recommend and implement corrective solutions, including repair for remote users as needed. Escalate more complex infrastructure, cloud, security or application issues to the appropriate technical teams when necessary.
- Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, conference room equipment, software.
- Coordinate device deployment, replacement, return, repair, and asset tracking activities for laptops, desktops, peripherals, and related technology equipment. Maintain accurate inventory records and assist with lifecycle management activities.
- Take direction from and work closely with Infrastructure and Cloud Operations Manager to install, maintain and repair office hardware and software related to security.
- Construct, install, and test customized configurations based on various platforms and operating systems.
- Maintain and update end-user support documentation, knowledge articles, and troubleshooting resources to support consistent service delivery and improve employee self-service capabilities.
- Receive and respond to incoming calls, chats, and tickets regarding end-user issues in a timely manner, document work performed, maintain accurate support records, and drive assigned issues to resolution or appropriate escalation.
- Promote a high-quality end-user experience by providing friendly, responsive, and solutions-oriented support while developing effective working relationships with employees and business partners across the organization.
- Participate in meetings and collaborate with the rest of the Information Technology Support, Project, Business Applications and Infrastructure and Cloud Operations teams to support issue resolution, deployments, and ongoing service delivery.
- If necessary, liaise with third-party support and other equipment vendors.
- Provide after-hours support coverage as needed.
Qualifications: - High School diploma or equivalent, and/or 2-4 years experience providing desktop support, endpoint administration, or technical support services is required.
- 2 years of experience managing users and groups using Azure Active Directory is required.
- Hands-on hardware troubleshooting experience in person, remote, or over the phone is required.
- Proficiency with the following is required:
- Windows 11 - install, repair, troubleshoot and diagnose.
- PC hardware
- PC peripherals, including but not limited to headsets, keyboards, mice, printers.
- Microsoft endpoint management/Intune, including auto-pilot, application management, policy management.
- Microsoft 365 services and applications including Exchange Online, SharePoint Online/OneDrive, and Teams.
- Experience with the following is preferred:
- Microsoft Forms, Lists and Power Automate to automate business processes.
- Using Jira Service Management for ticketing.
- Confluence
- DropBox
- Experience supporting business applications and coordinating escalations with internal technical teams or third-party vendors is preferred.
- Experience with hardware inventory management, asset tracking, equipment deployment, and device lifecycle administration is preferred.
- Experience creating or maintaining technical documentation, knowledge base articles, user guides or support materials is preferred.
- Experience supporting, training or troubleshooting Microsoft 365 Copilot or other AI-enabled productivity tools is preferred.
- Experience maintaining accurate ticket records, documenting troubleshooting activities, and following established service management processes is preferred.
- Experience assisting executives with technical issues strongly preferred.
- Able to read and understand technical manuals, procedural documentation, and OEM guides.
- Strong customer service orientation.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Experience working in a finance oriented or CRE investment environment is highly valued.
- Strong written, oral, and interpersonal communication skills.
- Highly self-motivated with keen attention to detail.
- Team-oriented and skilled in working within a collaborative environment.
Physical Requirements:
- Ability to lift/carry various loads up to 50 lbs.
Logistical Requirements (logistical requirements are subject to change based on business need but are anticipated to be):
- Ability to work four full business days a week in Prime’s San Francisco office.
- Ability to travel to conferences and other Prime offices up to 25%.
- Ability to adjust hours occasionally to accommodate team members in different time zones or after-hours projects.
The expected compensation for this role is $30.77/hr - $46.15/hr. Actual compensation will be determined by several components, including but not limited to: relevant experience, skills and qualifications, base salary of internal peers, and geographic location. In addition to base salary, this role may be eligible for a discretionary annual bonus and a variety of financial, wellbeing, and health / welfare benefits.
This job description in no way states or implies that the duties and responsibilities above are the only duties to be performed by the individual(s) with this job description. The individual(s) may be called upon and required to follow other instructions or perform other duties required by his/her supervisor consistent with the purpose of the position, department and/or Company objectives.
Equal Opportunity Employer:
Prime Finance provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
